Team Leader, Subject Matter Expert - Krazy Mantra IT Pvt. Ltd. - Bangalore
(2022-02 - 2026-06)
- Leads a 15-FTE team that has processed 10,000 US housing loans annually since Feb 2022 across the Wiredesk, Shipping, Post-Close and Trailing Documents segments.
- Trains and mentors team members for skill enhancement and career advancement. Resolves conflicts, fosters collaboration, and coaches the team for high performance.
- Organizes training and development programs for capacity building.
- Actively processes loans alongside the team during peak volumes.
- Manages work allocation and quality control, publishes MIS reports on key metrics, and implements streamlined workflows to enhance team productivity and meet SLAs.
- Identifies bottlenecks and loops feedback into improvement initiatives.
- Optimizes systems and processes for increased workload without compromising quality and timelines.
- Addresses escalations, ensuring high levels of client satisfaction.
- Aligns unit's goals and collaborates with leaders to meet client needs.
- Disputes investor conditions as per FNMA/FHLMC guidelines to expedite purchase. Interfaces with stakeholders to achieve goals.
- Utilizes Articulate Storyline 360 to create self-learning courses. Has developed SOPs, PKT's, scorecards, and appraisals, and manages utilization, shrinkage and productivity trackers.
- Processes loans, assembles packages, and manages audits (FNMA & FHLMC guidelines).
- Implements risk management plans to mitigate disruptions and ensure timely delivery.
- Interviewed 50 candidates in the last 7 months and hired 16 FTEs (selected based on expertise, stability, and behavioral fit). This includes 5 key hires for direct team management and 12 additional FTEs for other processes.
Senior Analyst - Firstsource Solutions Pvt. Ltd. - Bangalore
(2016-06 - 2020-12)
- Managed a 22-member team for PHH Mortgage's process, trained new hires, and improved quality from 80% to 90% (Sept–Dec 2020).
- Processed around 400 loans each (ranging from $100,000 to $1 mn), for FHA, VA, conventional, and USDA products over origination, processing, pre-underwriting, underwriting, closing, and post-closing.
- Initiated/scaled a 10-member HOI process for NewRez Financial LLC, addressing process gaps and maintaining quality (Jan–Aug 2020).
- Hired and led a 10-member HOI team for Freedom Mortgage Corporation, improving loan approval rates from 25% to 50% and managing SLA compliance (Jun–Jan 2020).
- Served as a trainer, created Freedom process SOPs, training schedules, assessment frameworks, and process flows, and provided coaching and timely feedbacks to minimize errors.
- Tracked loan lifecycle, managed escalations, and monitored onshore agent activities, using SalesForce to ensure efficient operations.
Residential Sales Consultant - Altisource Business Solutions Pvt. Ltd. - Bangalore
(2011-06 - 2016-04)
- Handled portfolio of 550+ REO assets. Negotiated price to reduce sale price in credit review; created budgets for $250K+ asset value.
- On average, sold property worth $2.5 million per month. Streamlined property listing presentation for increased efficiency and clarity.
- Facilitated seamless transaction processes by coordinating with mortgage lenders, home inspectors and escrow officers.
- Educated first-time homebuyers on intricacies of purchasing homes, empowering them to make informed decisions throughout the process.
- Leveraged deep understanding of local neighborhoods to match buyers with homes that met their unique needs and preferences.
- Conducted thorough market analyses to accurately price properties for sale, maximizing seller profits.
- Maintained current knowledge of local real estate trends, regulations, and market conditions to better serve clients' needs.
Assistant Systems Engineer - Tata Consultancy Services - Bangalore
(2010-10 - 2011-02)
Customer service management (email/voice support for web-based interface with customers/staff of TCS' client Gartner, global vendor of IT market research); processed issues around client services.
- Resolved 1,500 customer support tickets with a 99% success rate within defined SLAs through proactive resolution via email and live calls, resulting in improved efficiency, faster issue resolution, and enhanced customer satisfaction.
- Achieved faster response times by monitoring system performance and swiftly addressing bottlenecks or other concerns as they arose.
- Provided exceptional end-user support, resolving technical issues quickly and effectively to minimize downtime.
- Maintained stability, integrity and efficient operation of information systems supporting organizational functions.
Customer Service Executive (SME + Trainer) - HSBC Electronic Data Processing India - Bangalore
(2005-06 - 2010-10)
- As SME-cum-supervisor on live-call complaints for troubleshooting, resolved 130 escalated calls transferred by agents. Provided feedback to minimize the occurrence of such "soup" calls.
- Sold financial products to high net worth clients: 900 credit cards, 700 overdraft protection plans, 550 loans, and 98 insurance policies.
- Managed quality control for customer support by building guidelines on workflow and performed root-cause analysis of persistent issues.
- Managed high volume of inbound/outbound calls while maintaining professional demeanor; ensured timely resolution of issues.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Resolved customer billing errors by researching issues on the system, asking open-ended questions, and identifying root causes of problems.
- Delivered exceptional customer service to customers by leveraging extensive knowledge of products and services, and creating welcoming and positive experiences.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Business Transcriptionist - SCRIPTACOM BPO Systems - Bangalore
(2003-05 - 2005-06)
- Transcribed quarterly investor conference calls for US firms, ensuring compliance with SEC disclosure guidelines. Transcribed 800 audio files, and proofed/QC'ed 500 first-level transcriptions to ensure adherence to QA standards and the highest level of accuracy.
- Streamlined transcription processes, improving efficiency and turnaround times. Enhanced transcription quality through research on industry-specific terminology and rigorous proofreading techniques.
- Applied audio quality control methods to deliver accurate transcripts, even from low-quality audio sources.
- Reviewed and formatted reports to ensure proper grammar, punctuation, and structure, while maintaining deadlines.
- Early achiever of all SLA requirements, demonstrating high quality and timely delivery.
Market Research Executive (Fieldwork) - Xerox - Guwahati, Assam
(2000-12 - 2001-02)
